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Traditionally, Contact Centre vendors have built their empires on the back of tech that underpins the modern contact centre. Is it now time to re-think the concept entirely? One of the most dramatic – and surprising – ways digital technology has changed society can be seen...

Everyone is excited about artificial intelligence. But right now its benefits are seen only by the very largest organisations. The good news is that off-the-shelf tools are coming…In the 1984 film The Terminator, James Cameron imagined a world in which intelligent machines ruled the world....

Unified communications tools give people more freedom at work. They can decide their hours. Even their location. But which people? Until recently UC powered self-determination was only for those near the top. No longer...

How do you go from ‘all the channels all the time’ to ‘right channel, right time’? In the final post of a three-part series, we look at the technologies and business models you need to make optichannel a reality.Customers have multiple options for ‘talking’ to...

Is anything in tech sexier than blockchain right now? Probably not. Everyone’s interested in distributed ledgers and their potential to reinvent money, share ownership and tuna fishing (seriously, Google it). In fact, at the end of last year, analyst Gartner said blockchain had been the most searched-for...

Picture the scene, it's the end of a long summer and all over the UK, parents are busy driving their adult children back to university.  They are all thinking the same thing: what happened to all the stuff? A generation ago, returning students struggled under the...

When psychologist Abraham Maslow outlined his ‘hierarchy of needs’ concept in 1954, the world was a very different place. Certainly the world of work. Maslow, as you may know, proposed that people are motivated by five fundamental types of need: physiological (shelter, food, sleep etc), safety,...

When you gather the UK’s unified communications experts in one place, you have an unmissable opportunity to gain valuable insights. You can really take the temperature of the sector. After two hectic days at UC Expo in London ExCeL, Formation can tell you this about the market’s pre-eminent...